Transforming Telecom Operations with Liferay: Insights from Aimprosoft

In today’s hyper-connected world, telecom companies face the dual challenge of optimizing internal operations to boost employee productivity while simultaneously delivering seamless digital experiences to meet rising customer expectations. To achieve these smooth interactions, telecom businesses must overcome the tangled web of legacy systems, complex customer journeys, and operational silos that often stand in the way.

At Aimprosoft, we’ve spent nearly two decades untangling these complexities with the Liferay digital experience platform (DXP). With this article, we want to explore real-world challenges telecom companies face and show how a DXP can be a game-changer, especially when implemented by experts who’ve been enabling digital transformation for years.

Whether you’re looking to upgrade your existing Liferay solution, explore the benefits of DXP adoption, or simply understand the potential of DXPs in telecom, this article is for you. As a trusted Liferay development partner, our goal is to share insights gained with years of industry experience and show how Liferay can streamline operations, enhance customer experiences, and drive measurable growth.

Top 5 challenges with digital experiences in the telco industry

Before exploring how Liferay can transform telecom operations, let’s first examine the obstacles that often hold companies back. The telecom industry isn’t just about maintaining connections, it’s about delivering exceptional digital experiences at scale. However, as customer expectations rise and operational complexities increase exponentially, many telecom providers find themselves struggling to keep up. Let’s explore the specific challenges that stand in the way of delivering seamless experiences, and how they impact both customers and employees alike.

1. Fragmented customer experience across channels

One of the primary challenges telecom companies face is delivering a consistent and seamless customer experience across multiple touchpoints, whether it’s through web portals, mobile apps, contact centers, or in-store interactions. With customers expecting a unified experience, the lack of integration between these channels often leads to inconsistent information, delays in service delivery, and customer frustration. According to the survey, almost 53% of customers switch to other telecom providers because of poor customer service.

This fragmentation can result in high churn rates, lower customer satisfaction, and lost revenue.

2. Complex customer journeys and high service expectations

Telecom customers have increasingly complex journeys, spanning service selection, account management, billing, etc. Managing these journeys efficiently while meeting high service expectations is a challenge. Telecom companies often struggle with outdated systems that lead to bottlenecks in processes like customer onboarding, issue resolution, and product upgrades. 

Inefficient management of customer journeys not only damages brand reputation but also leads to increased operational costs due to manual intervention and customer complaints.

3. Personalization at scale

Personalization is a key driver of customer loyalty in the telecom industry. However, delivering personalized content, offers, and services at scale remains a significant challenge. Telecom companies must contend with vast amounts of data from different sources (CRM systems, analytics tools, etc.) while ensuring that this data is actionable in real time.

The report shows that 71% of customers expect personalized offers and interactions. Moreover, research conducted by McKinsey & Company shows companies that excel at personalization generate 40% more revenue than average players. Failing to provide relevant, personalized experiences can lead to missed selling opportunities and lower customer engagement.

4. Legacy systems and integration complexities

The industry is often burdened with legacy IT systems that are difficult to integrate with a modern digital telecom platform. The survey shows that nearly half (42%) of telecom companies struggle with outdated internal systems. These systems are typically siloed, making it challenging to create a unified view of the customer or to streamline operations across departments like billing, customer service, and marketing.

The inability to integrate legacy systems hinders agility, delays digital initiatives, and increases overall IT maintenance costs.

5. Scalability and agility in launching new services

With the rapid pace of technological advancements, telecom companies must frequently launch new products, services, and bundles. However, scaling these initiatives quickly while maintaining a high level of service quality and employee productivity is a challenge. Traditional platforms struggle to support the rapid deployment and customization needed for new offerings.

As a result, delayed time-to-market for new services results in lost revenue opportunities and weakened competitive positioning.

These challenges that we’ve highlighted show how intricate the telecom industry and operating within it is. But with the right DXP in place, these obstacles can be transformed into opportunities for growth. Hence, let’s explore how one of the top DXPs in the market can address these pain points and empower your company to stay afloat easily in this competitive market.

The role of Liferay in telecom: Liferay DXP key features and capabilities

Telecom companies need more than just a standard digital platform; they require a solution that can adapt, integrate, and scale as quickly as the industry itself is evolving. This is where Liferay DXP comes into play. It’s more than just a content management system; it’s a comprehensive digital experience platform designed to address the specific needs of complex and dynamic industries like telecom. By focusing on flexibility, integration, and customization, Liferay offers the tools needed to tackle the challenges mentioned in the previous section.

Let’s explore the key features and technical capabilities of this platform to ensure whether this is the right fit for your company. 

1. Tools to create unified customer experiences across channels

One of Liferay DXP’s standout features is that it provides a vast toolset to create and manage consistent, personalized customer experiences across multiple touchpoints. Whether it’s a customer portal, mobile app, or contact center, Liferay offers a unified platform where telecom companies can manage content, user data, and experiences seamlessly.

2. Advanced integration and API management

Telecom providers often rely on a range of systems, such as CRM, billing, support, analytics, and others, that need to work in sync to deliver smooth operations. Liferay’s extensive integration capabilities and OOTB (out-of-the-box) connectors make it easy to bring these systems together. Its API management and modular architecture enables quick and scalable integration of new systems and services.

3. Personalization capabilities

Liferay DXP empowers telecom companies to deliver highly personalized experiences by providing tools for user data analysis, behavior analytics, and powerful segmentation tools. Whether it’s tailored offers, personalized content, or dynamic user journeys, Liferay’s features allow businesses to engage customers more effectively and in real time.

4. Scalable architecture 

In a fast-paced industry like telecom, agility is key. Liferay’s modular and scalable architecture allows telecom providers to quickly roll out new services, microsites, and new features for their customers. Its flexibility supports rapid development and deployment, ensuring that companies can adapt to changing market demands without extensive downtime or disruption.

5. Enhanced portals and collaboration tools

Liferay isn’t just for customers. It’s also a game-changer for internal operations. Its employee portal capabilities centralize tools, resources, and communications, making it easier for staff to collaborate, access information, and perform tasks efficiently. Features like role-based access, task management, and integrated knowledge bases can streamline internal workflows and enhance productivity.

Liferay’s versatility goes beyond simply being a platform. Its comprehensive toolset is designed to address the core challenges faced by telecom providers. From breaking down operational silos to enabling highly personalized customer journeys, Liferay equips companies with the technology needed to thrive in today’s competitive telecom market. In the next section, we offer to examine more deeply how mentioned features and capabilities can benefit your business.

Liferay DXP benefits: facilitating the transformation of the telecom industry

In an industry where adaptability and customer experience are key to staying competitive, telecom companies need more than just technology, they need a platform that can seamlessly adapt to their unique needs and scale as their business grows. In this section, we’ll explore how Liferay’s capabilities directly address telecom’s core challenges, helping providers deliver exceptional customer experiences, streamline operations, and drive growth.

1. Consistent and personalized customer journeys

Telecom customers expect seamless and consistent experiences across all touchpoints, from the first interaction to ongoing support. Liferay DXP’s advanced personalization and omnichannel capabilities ensure that every customer journey is smooth, tailored, and cohesive, whether the interaction happens online, via mobile, or through a support agent.

By enabling real-time personalization and a unified customer experience, Liferay reduces churn, improves customer satisfaction, and increases loyalty. The platform’s ability to leverage customer data for segmentation and dynamic content delivery translates directly into higher engagement and retention rates.

2. Boosted operational efficiency 

Liferay DXP’s robust integration capabilities allow businesses to unify disparate systems, streamline processes, and reduce manual intervention. This not only improves internal operations but also speeds up customer-facing tasks, such as onboarding or issue resolution.

By eliminating silos and automating repetitive tasks, Liferay optimizes internal workflows, allowing telecom providers to reduce operational costs and improve service delivery. Faster, more efficient processes lead to happier customers and lower overheads, giving businesses a competitive edge.

3. Rapid market adaptation and innovation

The telecom industry is characterized by rapid technological advancements and shifting customer demands. Liferay’s modular architecture and scalability empower telecom providers to quickly launch new products, services, and digital touchpoints without being bogged down by legacy infrastructure.

With Liferay, telecom companies can accelerate time-to-market for new offerings, stay ahead of industry trends, and continuously evolve their digital presence. This agility not only enhances competitiveness but also opens up new revenue streams and business models.

4. Enhanced collaboration & improved employee productivity

Internal efficiency is as crucial as customer experience. Liferay’s employee portals and collaboration tools help telecom providers build a more connected and productive workforce. By centralizing access to resources, tools, and knowledge, Liferay improves communication, collaboration, and decision-making within the organization.

A well-empowered workforce translates into faster problem-solving, better customer service, and more innovative thinking. Liferay’s role in streamlining internal operations allows employees to focus on higher-value tasks, leading to overall business growth and improved employee satisfaction.

5. Scalability & growth

As telecom companies grow and evolve, they need a platform that can scale with them. Liferay’s flexible, future-proof architecture ensures that businesses can continuously innovate without needing costly and disruptive overhauls. Whether it’s adapting to new technologies, integrating additional services, or expanding to new markets, Liferay is built to grow alongside your business.

With Liferay’s scalability and adaptability, telecom providers can invest confidently in their digital infrastructure, knowing that their platform will remain relevant and capable as they expand. This long-term stability reduces risk and allows companies to focus on strategic growth initiatives.

5. Streamled content management and delivery

Liferay DXP’s robust CMS capabilities allow telecom companies to efficiently manage, update, and deliver content across all digital channels. The platform’s user-friendly interface enables non-technical teams to create and publish content quickly, while advanced features like version control, content staging, and workflow automation ensure that the right content is delivered to the right audience at the right time.

By streamlining content management, Liferay helps telecom companies maintain up-to-date, relevant information across all customer touchpoints, enhancing the overall digital experience. This reduces the time and effort required to manage content, ensuring consistency and accuracy, which in turn supports better customer engagement and satisfaction.

Overall, from enhancing customer satisfaction to driving operational efficiency, Liferay provides the tools needed to navigate industry challenges and seize new opportunities. In the next section, we’ll discuss how choosing the right Liferay partner and the decision to hire Liferay development company can maximize these benefits and ensure your telco digital transformation journey is efficient.

Liferay real-world use cases: how Liferay can improve telecom operations

Liferay’s true potential shines when applied to real-world telecom operations. By integrating seamlessly with existing systems and enhancing both internal and customer-facing processes, Liferay enables telecom companies to solve complex challenges with precision. Below, we’ll explore specific use cases that demonstrate how Liferay was used to streamline workflows, improve customer interactions, and drive operational efficiency.

Case #1: A1 Hrvastska

The story: A1 Hrvatska, part of A1 Telekom Austria Group, is one of Croatia’s leading telecom operators, serving approximately 2 million customers daily. Faced with outdated digital infrastructure that couldn’t keep up with growing demands, A1 Hrvatska sought a more flexible and modern solution to enhance both customer and employee experiences.

Challenges: A1 Hrvatska needed to address several critical challenges: 

• Improve their ability to meet increasing sales goals.
• Generate new leads in a competitive market.
• Deliver the digital experiences customers were expecting. 

Additionally, the company struggled with presenting complex offers digitally and faced inefficiencies in internal processes that required streamlining.

Solution: Liferay DXP was implemented to transform A1 Hrvatska’s digital operations. The platform provided the flexibility to create multiple themes, layouts, and custom components, significantly improving the speed of content creation and publishing. The solution also enabled the development of a unified portal system, including a self-service portal for customers and an intranet for employees. This streamlined administration enhanced user experience with faster navigation and communication tools like video chat. That ultimately increased website traffic, enhanced customer engagement, and improved operational efficiency.

Results and key metrics:

• Enhanced user experience: After implementing Liferay DXP, the average time visitors spent on the main website increased by 52.44%, while the bounce rate improved by 41.64%, and conversions grew by 36.52%.
• Operational efficiency: Liferay’s ability to create and manage content efficiently allowed A1 Hrvatska to save valuable time, enabling employees to focus on higher-value tasks. The integration of content libraries and custom portlet creation further streamlined processes, reducing the time required for development and content updates.

Case #2: O2 Slovakia

The story: O2 Slovakia, a leading telecom provider, has been serving customers in Slovakia with innovative mobile services. To stay competitive and meet growing customer expectations, O2 needed to enhance its digital presence and provide a seamless, personalized experience for users across all channels.

Challenges: O2 Slovakia faced the challenge of managing an outdated digital platform that limited its ability to deliver consistent and personalized experiences to customers. The company needed a solution that would allow them to efficiently manage content, personalize user interactions, and integrate various digital telco services to better serve their customer base.

Solution: Liferay DXP was implemented as the foundation for O2 Slovakia’s digital transformation. The platform enabled O2 to unify its digital services, providing a seamless customer experience across web and mobile channels. Liferay’s robust content management and personalization tools allowed O2 to deliver targeted content and offers, enhancing customer engagement. Additionally, the platform’s flexibility allowed for the integration of various services, creating a cohesive digital ecosystem that could easily scale with the company’s needs.

Results and key metrics:

• Improved user engagement: The implementation led to a 20% increase in logins to the self-service portal.
• Enhanced operational efficiency: Over 90% of transactions, even those in physical shops, are now executed via the self-service portal powered by Liferay, bypassing the legacy CRM system.

These real-world examples from A1 Hrvatska and O2 Slovakia demonstrate the significant impact Liferay DXP can have on telecom operations, from enhancing customer experiences to streamlining internal processes. As you consider the next steps in your digital transformation in telecom industry journey, we invite you to explore how Aimprosoft Liferay services company can use the team’s profound expertise with the technology to help you achieve similar success.

Streamline your telecom operations with Liferay DXP and Aimprosoft

At Aimprosoft telecom software development company, our Liferay developers combine technical expertise with a proactive approach to drive the success of your digital initiatives. We integrate your existing systems with one of the leading portal solutions, ensuring that both Liferay Community and Enterprise Editions seamlessly align with your company’s infrastructure. When clients hire our Liferay developers, they either fully delegate telecom application development or fill current IT gaps via outstaffing to deliver robust telecom solutions and address complex challenges quickly and cost-efficiently.

Why Aimprosoft

• Swift and reliable IT staffing
  We excel in the outstaffing model, allowing clients to swiftly expand their teams with experienced Liferay developers. Thanks to our extensive internal talent pool, we can connect you with the right professionals in just a few days, ensuring your projects progress smoothly without delays.
• Diverse industry experience
  We have a proven track record of delivering Liferay solutions across over 20 different industries. Our experience covers a broad spectrum, including healthcare, e-commerce, real estate, education, telecom, automotive, and more.
• Certified Liferay experts
  Our team is composed of highly skilled Liferay developers, including certified engineers at senior and architect levels. Whether you need custom layouts, customer portals, Liferay consulting services, Liferay compatibility matrix check before the migration, or large-scale solutions, our experts are equipped to handle projects of any complexity.
• Profound Liferay knowledge
  Aimprosoft is an official Liferay Partner with nearly two decades of experience working with the platform, from version 4.x to the latest 7.4, we possess a thorough understanding of the platform’s intricacies. This expertise enables us to deliver flawless Liferay-based solutions tailored to your specific needs.
• Comprehensive portfolio
  Our extensive range of Liferay development services allows us to handle projects of any size and complexity. Supported by a diverse talent pool of over 350 specialists, we also offer a wide array of IT services beyond Liferay.

How we transform the telecom experience for our client with Liferay: Aimprosoft expertise

Our deep Liferay development expertise allows us to craft tailored solutions that enhance customer engagement, streamline internal operations, and ensure secure, integrated telecom experiences for our clients in the telecom sector. 

Aimprosoft case: building the UK’s fastest-growing independent wholesale telecom platform

The story: We have been working with PlatformX Communications (formerly Virtual1) for over 13 years, supporting them through two major acquisitions. The latest one was conducted by TalkTalk, a British telecom company.  

The client decided to partner with Aimprosoft and hire Liferay developers to create a centralized portal for their wholesale digital providers. Together, we developed the powerful Liferay-based portal with multiple software solutions for user accounts and back-office, including the following features:

• Location-based real-time quoting;
• Custom order workflow;
• Salesforce integration via API;
• Network monitoring via PRTG;
• Detailed reporting and analytics; 
• Price comparison functionality.

One of the implemented features later evolved into a competitive edge. It is an interface allowing partners to order products and associated hardware devices, compare carrier prices, and perform e-signs. All that empowered the client to rapidly increase their partner network and become a leader in the UK’s wholesale telecoms market.

Project outcomes: 

• Quick and smooth onboarding flow of new wholesale digital providers through the portal.
• Convenient, fully digital ordering process that enables partners to save time and boost their commercial growth.
• By offering a unique and modern solution, the client has grown into a leader in the UK’s wholesale telecoms market.

Tech stack: Liferay, Java, PostgreSQL, MySQL, Angular, Spring Framework, Spring Boot, Hibernate, Elasticsearch, Apache Tomcat, Jenkins, Salesforce, PRTG Network Monitor

Conclusion

The telecom industry is at a pivotal point where delivering seamless digital experiences, optimizing internal operations, and staying agile are key components to thrive. Liferay DXP offers a comprehensive platform tailored to address specific telecom challenges, driving both operational efficiency and exceptional digital customer experience in telecom. 

With nearly 20 years of expertise in Liferay telecom software development, Aimprosoft is uniquely positioned to guide you through this transformation, whether it’s implementing a new solution, upgrading existing systems, or providing the expert resources you need to augment your team. Contact us to get assistance with your telecom solution and adopt Liferay in a risk-free way.

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